Overview
We want you to be fully satisfied with every order from icandies. If there’s a problem with your purchase, we’re here to help.
Our returns policy lasts 14 days from the date your order is delivered. If more than 14 days have passed, we may not be able to offer a full refund or exchange.
To be eligible for a return, your item must be unopened, unused, and in the same condition in which it was received. All items must also be returned in their original packaging.
Certain types of products cannot be returned for safety and hygiene reasons. This includes perishable items, opened food products, and hygiene-sensitive goods unless they arrived damaged or faulty.
Additional non-returnable items:
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Opened or unsealed food items
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Perishable products
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Hygiene-sensitive items
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Items not in their original packaging
To complete your return, we require a receipt or proof of purchase.
Partial Refunds
There are circumstances where only partial refunds may be granted:
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Any item returned not in its original condition
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Items damaged or missing parts for reasons not caused by us
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Any item returned more than 14 days after delivery
Refunds
Once we receive and inspect your returned item, we will email you to confirm that we have received your return and to update you on whether your refund has been approved.
If approved, your refund will be processed within 3–5 working days, and the amount will be sent to your original method of payment.
Damaged or Faulty Items
If your item arrives damaged, incorrect, or missing, simply send us a clear photo of the issue along with your order number.
We will issue a replacement or refund immediately — no need to return the damaged product in most cases.
Late or missing refunds
If you haven’t received your refund within the expected time:
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Check your bank account again.
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Contact your card provider — processing times can vary.
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Contact your bank — some refunds take additional time to post.
If you’ve done all of the above and you still have not received your refund, please contact us at:
icandies.co.uk@gmail.com
Sale items
Sale and discounted items may not be eligible for a refund unless they arrive faulty or damaged.
Exchanges
We replace items only if they are defective, damaged, or incorrect.
To request an exchange, email us at:
icandies.co.uk@gmail.com
Please include your order number, the item name, and clear photos (if applicable).
Shipping returns
To return an eligible item, please send it to: Huntley Avenue, Gravesend, Kent, DA11 9HS, United Kingdom
You are responsible for paying your own shipping costs for returning an item. Shipping costs are non-refundable. If a refund is issued, the return shipping fee (if any) may be deducted from your refund.
Depending on your location, delivery times for exchanged items may vary.
For higher-value returns, we recommend using a trackable shipping service or purchasing shipping insurance.
Need help?
For any questions or support regarding returns and refunds, please contact us at:
icandies.co.uk@gmail.com
We’re here to help and typically respond within 24 hours (Mon–Fri).
